Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch for your own security.

We may be able to cancel your order but you need to be quick about it. Please call us on (02) 8068 8600 as soon as possible, and we will do our best to fulfil your request. However, we cannot promise that they will be able to cancel the dispatch of your order as our warehouse uses automated systems that once in place cannot be stopped.

If your order has already been shipped, you will need to return the order to us.

If the delivery invoice indicates an item should be in your parcel but it is not, please get in touch with our Customer Care team. Let us know the order number and the product code or product name of the item missing from your order, and we will look into it. We will usually be able to send you the item we missed, but on the rare occasion that is not possible, we will quickly refund the money you paid for it.

If you have received an incorrect item, we sincerely apologize.

Please contact our Customer Care team as soon as possible. Provide us with your order number and the item name(s) including size and colour, that you did receive. Taking a photo of the swing tag also works.

We will be in touch ASAP with arrangements to amend your order.

When you create an account at hellyhansen.com.au you can track your orders by signing in to your Account. There you can view your past orders or view the status of your current order.

Create an account now.

If your checkout was not successful and you did not receive an order confirmation email, but your bank statement appears to indicate that money was paid to Helly Hansen please wait a few days and check your bank statement again - often the funds are just 'pending' a sale and you will not be charged.

Please get in touch with our Customer Care team if you need assistance.

We offer free standard shipping on all orders over $250.

Standard Shipping is free-of-charge for all orders over $250 and available for a fee of $8 on orders under $250.

Express Shipping is available for $5 on orders over $250 and $18 for orders under $250.

Please note that Express Shipping is no longer an overnight guarantee for all areas in Australia.

All orders are dispatched from our warehouse in Truganina VIC 3029, unless otherwise communicated by our customer service team.

At the moment we ship to Australia.

If you are in New Zealand please visit hellyhansen.co.nz

As soon as your order has been dispatched, we will send an email to let you know. The shipping confirmation email will include a tracking number for your parcel delivery.

If you believe that your order should have shipped by now but you have not received an email, please get in touch and we will look into the status of your order.

If you created an account before you submitted your order, you can track your orders by signing in to your Account. There you can review your past orders and the status of your current order.

You will be emailed a shipping confirmation once your order has been dispatched.

Click on the tracking number link in the body of the email. You will be redirected to the tracking information on AusPost's tracking portal.

Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by payment authorisation.

Orders will be processed in accordance with the Terms and Conditions of sale.

If your order is taking much longer than expected please get in touch with our customer care team.

Unfortunately, we are unable to redirect orders once items have been dispatched.

If you believe that your order may not have been dispatched yet, please contact our customer care team and they can look into updating your shipping address prior to dispatch. Please note that our dispatch process is automated and shipping address updates are not always possible.

Please call us on (02) 8068 860 during business hours, otherwise, email us at customercare@hellyhansen.com.au

Promotion codes are codes or code words, such as DISCOUNT, which for example will give you money off on a certain style, the whole order, or free delivery.

Just sign up for our newsletter and we will email you whenever there is a new code. Otherwise, we occasionally release codes via our social media channels and on the website itself,

Each promotion code has its own terms and conditions (such as who can use it, what it is for, and how long it is valid), so you should check before you shop.

Unfortunately, if you did not enter your promotion code at the checkout, we cannot apply it to that order or amend your payment later on.

If a promotion code was applied to your original order, your refund amount will be adjusted to reflect it. Unfortunately, we cannot reissue a promotion code, even if your original order is returned to us.

For more than 140 years, athletes and explorers have trusted their lives to Helly Hansen clothing. Technically engineered and real-world tested, all Helly Hansen garments and footwear are warranted to the original owner against defects in materials and workmanship. Should any garments purchased fail due to a manufacturing defect within two years (footwear within one year) of the purchase date, we will repair it without charge or provide a replacement, at our discretion. This warranty does not cover damage caused by accident, negligence or normal wear and tear. Always follow care instructions supplied inside the product and for further general care instructions. This warranty does not cover damage caused by accident, negligence or normal wear and tear. Always follow care instructions supplied inside the product and for further general care instructions, click here.

If you believe the product has been bought with a defect or the product has started showing a defect within the warranty period, you need to return the item together with proof of purchase to the retailer where the product was purchased. The store will help you to process the warranty claim. Please make sure the product is washed before it is delivered to the retailer.

If you bought the product directly from hellyhansen.com.au and would like to begin the warranty claim process please contact our Customer Care team.

Before washing your Helly Tech® garment:
- Make sure you zip up all zippers to avoid any surface damage.
- Wash your product with warm water as instructed on the care label in a commercial washing machine.
- Do not use fabric softener or other detergents that have softening agents, as it will reduce the fabric surface tension and will have a negative effect on the fabric performance.
- HH® advises to use a technical washing product and to follow the instructions given by that product. In cases where no technical washing products exist, and you only have the option of normal washing products, HH® advises using a liquid washing product with no additives (without perfume, foam or softener).
- A second rinse cycle with water is preferred to remove any detergents that might be left behind on the surface. It is important to remove excess detergent, as it might affect the performance of the fabric.
- After washing, you can safely tumble dry your Helly Tech® garment in order to re-activate the DWR treatment. Please always follow the garment care label for drying instructions.

DWR is a temporary surface treatment and its performance will decrease over time and wear. A good sign that it is time to re-apply a DWR treatment is when the water and rain droplets do not bead off the jacket surface after you have washed and dried your Helly Tech® garment.

Applying a DWR is a simple process that takes place after washing your garment and before you tumble dry it.
- Take your garment out of the washing machine and hang it to let all the excess water drip off.
- Make sure that all zippers are closed.
- Spray the DWR all over the surface of the garment, on the front and back.
- After this, you can dry the garment in a tumble dryer at a medium temperature for 50 minutes.

Helly Hansen advises reading the label of the DWR products for manufacturer instructions as well as the garment care label. Helly Hansen does not have any preferred product, but some leading brands in the market include Nikwax, Grangers and McNett.

The down layer in your garment functions as thermal insulation to keep you warm. Taking good care of this layer will extend the lifetime of your Helly Hansen down garment. After a period of use, the down inside your down jacket might start to cluster and lose its puffiness (also called “loft”). This will inhibit the performance of the insulating properties of the garment. To revive the performance of the down, it is important to wash your Helly Hansen down garment. Down is a natural material, so washing down products will also help prevent the growth of bacteria and other micro-organisms.

Down jackets can be washed in lukewarm water on a gentle cycle.
- It is important to set the machine on one extra rinse cycle, to ensure that all the detergent has been removed from the down feathers.
- The jacket will weigh more when wet, so please handle it with care.
- It is advised to scoop, rather than pull the garment out of the washing machine. Do not shake or twist the garment to remove the excess water at this stage. Rather press out excess water when the jacket is lying flat.
Helly Hansen also recommends washing and drying these kind of garments separate from others to avoid unnecessary friction. Doing so will give the best results. Helly Hansen does not recommend hand washing of down garments as it is very difficult to remove the washing detergent properly.

Handwashing will also lead to excessive mechanical tensions on the fabric and seams.
To ensure the garment is dried evenly after washing, we suggest setting a long tumble drying program at medium temperature. You should also add two to three dryer balls into the dryer (tennis balls will also work) when the garment is being dried. This is to help gain extra loft between the down feathers. We do not recommend ironing your down jacket. This will compress the down inside the jacket and might damage the outer fabric.

Wool is a natural fiber that has excellent thermal properties. Extra attention needs to be given to your wool products during the washing and drying cycles in order to keep the wool in its best condition. Wool fibres can felt (tangle) under mechanical friction, pressure, and heat when humid.

Helly Hansen recommends:

- Machine washing on a 'wool' program with a maximum of 40 degrees or hand wash with a maximum of 40 degrees.
- Do not rub or agitate the garment when wet.
- Do not use heat to dry your woolen products.
- To help keep the original shape of the garment, please lay the garment flat when drying. Do not twist the garment to remove excess water.

Helly Hansen's Lifa® technology is designed to keep you dry next to your skin by transferring moisture away from the skin where it can more easily evaporate. How often you should wash your Lifa® product is based on your activities and how much sweat you produce.

Helly Hansen recommends washing your Lifa® products regularly to keep them clean and functional. We recommend liquid washing detergents for all Helly Hansen Lifa® products.

To get the best out of your Helly Hansen Lifa® product, it is important to know the differences between the Helly Hansen Lifa® technologies. These technologies also differ in fabric content, so they should be washed according to the garment's care labels.

HH® DRY AND HH® ACTIVE:

- can be machine washed in lukewarm water with a mild detergent.
- Do not tumble or heat dry. Only air/hang to dry.

HH® WARM:

- is a mix between polypropylene and merino wool. You can either wash it using the wool program in the washing machine, or you can hand wash in lukewarm water,
- using minimal detergent as instructed in the wool care section.
- Hang to dry.

HH® WOOL:

- is 100% wool and it is important you follow the wool washing instructions located on the care label.
To avoid damaging your Helly Hansen Lifa®, do not dry clean, tumble dry, or iron, and keep away from heat sources.

If you have general problems, we recommend that you make sure you have the latest updates and patches for your operating system.

If you are still having problems using our site, please feel free to get in touch with Customer Care and we will be happy to help.

To help us look into your problem, please try to include as many of the following details as possible:

• Your Operating System (e.g. Windows XP, Mac OS 9.0)
• Internet Browser (Internet Explorer 6, Netscape 7.02)
• What URL you were trying to access
• What time the problem occurred

If items are disappearing from your shopping bag, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping' links on the shopping cart page. For security reasons, your shopping cart will be emptied at regular intervals while browsing the Internet.

If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognized, please make sure you are using the same email address and password you used when you registered with us.

If you cannot remember your password, just select 'FORGOT PASSWORD' on the Account page sign in pop-up, and we will email you a link to reset your password. Please allow a few minutes to receive this email and check your spam/junk mail boxes if you do not receive it.

You can change your password, main email address or any of your other details at any time just by signing in to your ACCOUNT at anu time.

Please note that if you type in the wrong email address and/or password 3 times, you will not be able to log in again for half an hour.

If you still have problems signing in, or have any other queries, please contact Customer Care.

A payment decline can happen for a number of reasons. Please check your Helly Hansen Australia Official Online Store account details to make sure that the card details such as the start date, card type and your billing address are the same as the card is registered to.

If the problem continues, please enter the details of another card.

Please contact Customer Care, if the problem persists. They will try to advise you further.

We are sorry to hear that the checkout-out failed and appreciate that you are surprised to see a 'pending charge' from Helly Hansen AU on your credit card statement. We can assure you that you have not been charged and that the pending charge will disappear from your bank statement in 3-5 days.It appears that your payment failed due to the enhanced fraud prevention we use for all checkouts online. The enhanced fraud analysis is performed automatically and your banking institution may have not been able to verify one of the below metrics:

• Address Verification System (AVS) - AVS compares the numeric part of the customer's billing address and zip code or postal code to the information on file with the credit card issuer.
• Card Verification Value (CVV) - The CVV is a 3-digit or 4-digit number on the customer's credit card.

Our customer service team sees this most often with the usage of AMEX cards and occasionally when using Apple Pay. Please let us know if you have any questions and we apologise for any inconvenience that this may have caused you.